Case Study: Travel & Hospitality, Automotive
HGS supports car-sharing success: Growing to more than 1 million members
Work-at-home agents and social media responsiveness leads to substantial growth and award-winning roadside assistance and care
At a Glance
Award-winning roadside assistance, complaints, lead generation, product inquiries, sales, warranty claims, service reminders, and loyalty
- 70+ FTEs
- 60% of agents Work@Home, business continuity advantages
- New customer sign-up
- Reservations and roadside assistance
- Accident support
- Tier 2 member services – corporate escalation support
- Government employee support
- Twitter and Facebook, Facebook Messenger monitoring and customer service
Channels: Voice, email, social media
The solution
Social Media Support
12-hour turnaround consistently meeting metric
- How we do it
In 2016, HGS added five FTEs to the social media team. This operational support expands the client’s digital presence, for direct contribution to brand growth. - Business result
HGS has a 12-hour turnaround for all social media, comprising Twitter and Facebook. Additionally, HGS achieves approximately 60-100 contacts per day posting to the client’s Facebook site, messaging, tweeting, and DMing. We also employ Sprinklr for reporting and insights. We provide monitoring with direct messaging and posts review, supported by weekly meetings with the client and escalations of any urgent issues.
Work-at-Home Agents
40+% improvement
- How we do it
At the onset of our partnership, we set out to improve member satisfaction for the company while improving operational efficiencies. HGS created and implemented for the company a blended in-center and at-home agent solution, focused on cost control and business continuity. The home agent program is offered as a benefit for the team’s top in-center performers. Today, 40% of our agents are in-center agents and 60% are at-home agents, and it is a valuable growth incentive. We are continuing to add to our at-home agent team. - Business result
Work-from-home agents are engaged team members who drive success for this client. Other key benefits are:- Business continuity to provide continuous service during adverse weather events
- Agent continuity with a lower attrition rate among home agents
On Partnership Success
HGS has been an invaluable support to business growth and customer satisfaction. According to the former president and CEO:
“Previously, we sent escalated queries to headquarters, but now all escalations are handled by the experienced and tenured team at HGS.”
